Email intake flow
Office 365 received Melanie Brooks's message for Harborlight Books.
Office 365
Shared inbox for Harborlight Books
Melanie Brooks
melanie.brooks@email.com
Inbound email
Hi, I ordered last week and have not seen a dispatch email yet. Can you tell me where Order 2049 is?
ReplyPilot has the message, sender, and visible reference ready for processing.
Intent assessed by AI
Detected intent
Checking dispatch
Assigned team
Customer support
Tenant
Harborlight Books
System of record
Reference
Order 2049
Customer record
Member account found
Order status
Processing
Delivery information
Hidden until verified
Rules and knowledge applied
Confirm that a matching record exists, then verify identity before revealing account-specific delivery details.
Knowledge base
Approved answer content
Verification rule
Account details require verification
Data protection
No account-specific details before trust
Draft ready for the agent
Hi Melanie, Thanks for getting in touch. I can see the order reference you provided, but I need to verify the account before sharing delivery details. Please confirm the email address or phone number on the order and I will check the latest status for you.
The draft confirms only safe information and asks for verification before account details.
